Q&A

We are looking to acquire a new dialer to support a blended inbound/outbound environment. What are some of the more important features and functionality that we should be looking for when selecting a new dialer?

May 13, 2013
Q&A

We are looking into the possibility of moving our sales agents from set schedules to a flex- schedule environment. Do you have suggestions on the best way to approach this change?

April 9, 2013
Q&A

What are some of the most common metrics used to evaluate contact center and agent performance when handling social media interactions?

March 7, 2013
Q&A

What is Unified Communications and what does it do for contact centers?

December 8, 2012
Q&A

My organization is considering migrating to SIP trunking from a different carrier for our call center traffic. How do we implement SIP trunking without losing our current call center numbers?

November 13, 2012
Q&A

We are seriously thinking about buying a cloud-based ACD. If we do, how can we mitigate risks and ensure that we maintain our operating standards?

October 15, 2012
Q&A

Our organization is getting ready to implement speech analytics for the first time. What are some of the top uses of the solution that we should consider?

September 10, 2012
Q&A

Should companies abandon asking for surveys on receipts, sending email surveys, and forcing pop-up website surveys? Wouldn’t they be better served to exclusively use Social Media as a conduit to their clients concerns and feelings (both good and bad)?

June 12, 2012
Q&A

I did a little experiment this weekend. Every time I made a retail purchase, I kept the receipt to see if it had an incentive for me to take a survey about my experience. I have 6 receipts, and everyone is asking me to take a survey. I wonder why companies are surveying their customers, and what they are doing with survey findings? What’s your opinion?

May 1, 2012
Q&A

Can you provide some advice about agent desk sharing? Can this practice work in call centers? If so, what’s the best process to use to introduce and implement call center agents sharing desks?

April 6, 2012
Q&A

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